Customer Service Supervisor

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We have a new start-up company based in Burgess Hill who are looking for a Customer Service Supervisor to join their new and exciting venture.

Overall Role:
Responsible for the day-to-day management of the customer services team, ensuring that the customer transactions are fulfilled correctly and that the service level expected by our customers and suppliers are met or exceeded.

Key responsibilities are:
Ensure that all customer services staff are correctly deployed according to the needs of the business, making changes between types of work during the shift when necessary.
Creating and maintaining the operations manual for customer services, including the business rules, processes, exception handling and service levels.
Maintain zero backlog on enquiries
Respond to social media requests.
Monitor individual calls of own team, providing feedback and on the job coaching when needed.
Produce and analyse team data, proving reports and feedback where required.
Motivate, provide support and give guidance to the operators, dealing with all escalated calls and queries.
Managing a rewards and recognition scheme to drive the best behaviours and experiences for our customers and suppliers
Day-to-day management of overflow call centre operations in the UK and overseas
Responsible for ensuring that all notices and memos, including information of new clients, processes, policies, and so on are communicated to the operators in a timely manner.
Manage a team of customer services operators
Working as part of a team to ensure that any complaints are dealt with promptly and efficiently and are escalated appropriately
Ensure that you take every opportunity to capture new business from existing and new clients.
Liaise effectively with other areas of the business.
Carry out any other duties as may reasonably be required.

Role requirements:
Must have supervisory experience in a busy call centre/customer service environment in a team leading/management role
Excellent interpersonal skills
Must be able to lead the team through charisma and a passion for customer service
A high degree of patience and tolerance
Strong educational background
Must be assertive and have hands on approach e.g. reacting to call queues etc.
Excellent IT skills
Must be a team player with a flexible approach and not afraid to muck in
Exposure to managing staff performance
Experience in a taxi despatch environment would be ideal but not essential
If you are an excellent communicator with a 'hands-on’ attitude and relevant experience then we would be delighted to hear from you.
Travail Employment Group is operating as an Employment Business. Once you click to apply for this job your application will be immediately received by Travail Employment Group. If your application is successful a consultant will be in contact with you within the next 7 days. If you do not hear within 7 days you have not been successful on this occasion and unless otherwise advised Travail will keep your details on file and contact you with future relevant opportunities.

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